Director, HK Client Care Centre

Job Summary

The Director of Contact Centre Operations is a senior leadership role responsible for end-to-end management of Hong Kong’s call and chat operations. Leading a team of supervisors and frontline agents, this role drives service excellence, operational resilience, and strategic business decisions while owning critical projects. The Director ensures alignment with organizational goals, optimizes performance, and fosters a high-performance culture across the contact centre.

Responsibilities

Strategy

• Develop and execute the long-term strategic roadmap for Hong Kong’s contact centre operations, aligning with enterprise-wide customer experience goals.
• Drive digital transformation initiatives (e.g., AI chatbots, automation, omnichannel integration, telephony system migration) to enhance efficiency and scalability.
• Develop and execute multi-year roadmaps aligned with group priorities and local operational realities.
• Lead business continuity planning to ensure operational resilience during disruptions.
• Partner with executive leadership to influence CX strategy, budgeting, and resource allocation.

Business

People & Talent

Risk Management

Key Stakeholders

Other Responsibilities

Embed Here for good and Group’s brand and values in Hong Kong / Client Centre / Securities Trading; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats)

Our Ideal Candidate

Role Specific Technical Competencies

About Standard Chartered

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we :

What we offer

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

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